Erlang C
calculator for call centers & help desks - plus it's
free
cc-Modeler is the
ultimate Erlang C tool - it simplifies the modeling and analysis of call center
staffing requirements
and service performance. It uses the
industry-standard Erlang C traffic model.
cc-Modeler is
powerful and
quick, with many features not found in other Erlang C calculators.
The key to understanding the performance of
your operation is to focus on the telephone basics - call volumes, talk
times & wrapup times, agent availability, delay before answer, abandonment
rate and maximum time in queue. Erlang C is the mathematical model used.
Call center performance is typically
measured across several key areas, including for example -
cc-Modeler's Erlang C calculations take the
guesswork out of agent performance - the time taken to answer calls, the amount of
time taken to resolve the callers requirement, how efficiently agents are
utilized etc. Erlang C can accurately model all these this.
For example -
-
If there are protracted queuing delays
in peak periods, callers hang up and may go elsewhere. They are almost
certainly dissatisfied with your performance.
-
If it takes 3 minutes rather than 4
minutes to resolve the caller's requirement then that can convert into
significant (and measurable) cost savings and/or service improvement.
The most common calculation is to use
Erlang C to determine
the number of agents required to handle the incoming call volumes, while
maintaining a particular average 'delay before answer' (also known as
'time in queue'). However cc-Modeler does much more.
-
cc-Modeler has a series of graphs which
show -
-
The proportion of callers who will
wait in the ACD queue for particular length of time
-
The effect of the number of agents
available on the average delay
-
How may agents would be needed for
variations in call volume
-
cc-Modeler includes an 'auto calculate'
mode which enables you to do 'what if' analysis - varying any of the
parameters and instantly seeing the effect on others.
-
cc-Modeler enables you to 'back
calculate' as well, answering such scenarios as -
-
How many calls can a certain number
of agents handle?
-
What is the available talk time for
each call in order to meet a particular average delay before
answer?
-
How many calls will be answered
within a particular threshold target?
cc-Modeler is provided as freeware to the
call center and helpdesk industry. This means that you are welcome to
download and use it without payment of any license fee, and to encourage
others to use it as well.
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